Slider and history field for smart chat sessions

ABSTRACT

A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.13/107,655, filed May 13, 2011, which claims priority to provisionalU.S. patent application Ser. No. 61/366,843, filed Jul. 22, 2010, eachof which are incorporated herein in its entirety by this referencethereto.

BACKGROUND OF THE INVENTION

1. Technical Field

The invention relates to on-line customer service. More particularly,the invention relates to a slider and history field for a smart chatsession.

2. Description of the Background Art

Online chat can refer to any kind of communication over the Internet,but is primarily meant to refer to direct one-on-one chat or text-basedgroup chat (formally also known as synchronous conferencing), usingtools such as instant messengers, Internet Relay Chat, talkers, andpossibly MUDs. The expression online chat comes from the word chat whichmeans “informal conversation.”

Currently, a visitor to an on-line service can engage in a chat sessionpursuant to such visit. For example, FIG. 1 is a screen shot showing achat session on a conventional PC display; and FIG. 2 is a screen shotshowing a chat session on a conventional smart phone display.Unfortunately, a chat session is confined to the immediate chat windowand thus limits the types of interaction available as part of the chat.This problem is especially pronounced in a device having a smalldisplay, such as that of the smart phone shown in FIG. 2.

A further problem arises in tracking a chat session flow, for exampleduring a series of steps in a procedure, where a visitor or agent mightwant to refer back to a specific action.

Finally, there is no method for executing various actions, such as formfilling or requests for additional services, in a chat session otherthan during the actual chat dialog.

It would be advantageous to provide improvements in chat sessiontechnology that address the above problems in conventional chattechniques.

SUMMARY OF THE INVENTION

In an embodiment of the invention, a context sensitive slider contentarea provides a slide out mechanism that is automatically actuated whenadditional information is needed during a chat session between an agentand a visitor, e.g.

where a pre-chat and/or exit form is to be completed. The contextsensitive slide out content area also provides problem resolutioninformation to the visitor to help in solving problems, e.g. the topfive problems; and also provides a self-service step-by-step wizard.While the chat agent is interacting with the visitor, the agent cantrigger the slide area, via an agent console, as and when informationand/or forms are to be sent to the visitor.

An embodiment of the invention includes a history section with which thevisitor can track back all previous steps carried out within the smartclient. A history bar provides an iconic representation of all previousactivities.

A further embodiment of the invention provides a technique for executingvarious actions, such as form filling or requests for additionalservices, in a chat session.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a screen shot showing a chat session on a conventional PCdisplay;

FIG. 2 is a screen shot showing a chat session on a conventional smartphone display;

FIGS. 3A and 3B are schematic diagrams showing the layout of a smartclient wizard according to the invention;

FIGS. 4A-4C are flow diagrams showing a process flow for a smart chatsession according to the invention; and

FIG. 5 is a block schematic diagram of a machine in the exemplary formof a computer system within which a set of instructions for causing themachine to perform any one of the foregoing methodologies may beexecuted.

DETAILED DESCRIPTION OF THE INVENTION

In an embodiment of the invention, a context sensitive slider contentarea provides a slide out mechanism that is automatically actuated whenadditional information is needed during a chat session between an agentand a visitor, e.g. where a pre-chat and/or exit form is to becompleted. The context sensitive slide out content area also providesproblem resolution information to the visitor to help in solvingproblems, e.g. the top five problems; and also provides a self-servicestep-by-step wizard. While the chat agent is interacting with thevisitor, the agent can trigger the slide area, via an agent console, asand when information and/or forms are to be sent to the visitor.

An embodiment of the invention includes a history section with which thevisitor can track back all previous steps carried out within the smartclient. A history bar provides an iconic representation of all previousactivities.

A further embodiment of the invention provides a technique for executingvarious actions, such as form filling or requests for additionalservices, in a chat session.

FIGS. 3A and 3B are schematic diagrams showing the layout of a smartclient wizard according to the invention.

In FIG. 3A, a smart phone 16 is shown having a branding area 14 fordisplaying a client logo. An agent active button 15 shows the chat areastatus, i.e. connected or standing by. A widget content area 17 isprovided that mentions all previous activities completed by the visitor.This can include a history section with which the visitor can track backall previous steps carried out within the smart client. A history bar 11provides an iconic representation of all previous activities. A chatarea 13 is provided in case the visitor is not interested in selfservice. Accordingly, the visitor can start directly typing into thechat area and is automatically connected to the chat queue.

A content sensitive pre-chat form 10, based on click stream data,provides relevant questions which, in turn, assist the agent inassisting the visitor. A context sensitive slider content area 12provides a slide out mechanism that is automatically actuated whenadditional information is needed, e.g. where a pre-chat and/or exit formis to be completed. In FIG. 3A, a pre-chat form 19 is shown that thevisitor completes before beginning a chat session.

The context sensitive slide out content area also provides problemresolution information to the visitor to help in solving problems, e.g.the top five problems; and also provides a self-service step-buy-stepwizard. While the chat agent is interacting with the visitor, the agentcan trigger the slide area, via an agent console, as and wheninformation and/or forms are to be sent to the visitor.

In FIG. 3B, for example, the context sensitive slide out content area isshown providing a self service wizard 18. Those skilled in the art willappreciate that any number of context sensitive slider content areas canbe provided at any point in a visitor interaction with a customerservice facility.

As discussed above, FIG. 1 is a screen shot showing a chat session on aconventional PC display; and FIG. 2 is a screen shot showing a chatsession on a smart phone display. In each case, there is no facility forthe agent and/or the visitor to side step the chart session screenitself to provide or receive additional information. In the example ofFIG. 1, in accordance with an embodiment of the invention, the agentcould slide out a copy of the visitor's bill and the agent and visitorcould discuss the bill in the chat area, while at the same time viewingthe bill. Likewise, in the example of FIG. 2, in accordance with anembodiment of the invention, the agent could slide out a copy of thebill paying procedures requested by the visitor, and the session couldmove between the chat area and the slide out area.

FIGS. 4A-4C are flow diagrams showing a process flow for a smart chatsession according to the invention.

In FIG. 4A, a visitor (Customer) clicks on a website (100). A multimediachat widget slides down and is displayed to the visitor (1010). Thewidget is triggered, for example, by business logic or by a click onchat button.

A welcome message is displayed and a pre-chat request form is presentedto the visitor (102). At this point, the visitor can select a voicesession (see FIG. 4C: 114). Otherwise, the pre-chat form is presented inthe slide out area (103). At this point, the visitor can select a chatsession (see FIG. 4C: 115). Otherwise, a submit button is provided inthe pre-chat form and a pre-chat form icon appears in the history barafter the form has been submitted by the visitor. The pre-chat form isnot mandatory in all embodiments of the invention.

A ‘thank you’ message is displayed to the visitor after the pre-chatform is submitted (104). The visitor can view the submitted form byclicking the icon in the history bar. Business logic generates andpresents the visitor with a top five prediction message regarding thevisitor request. Those skilled in the art will appreciate that anynumber of predictions can be included in the message. To chat, thevisitor types a message in the message box, or the visitor can click onthe chat button.

In FIG. 4B, the top five predictions are displayed in the slider to thevisitor (105). At this point, the visitor can select a voice session(see FIG. 4C: 114). Otherwise, the prediction icon is also displayed inthe history bar. To advance the session, the visitor clicks on aproblem. At this point (106), the visitor can select a chat session (seeFIG. 4C: 115). Otherwise, a self service message is displayed thatrequests the visitor to view the self service wizard.

The self service wizard is then displayed in the slider (107). At thispoint, the visitor can select a chat session (see FIG. 4C: 115). If theuser proceeds with the self service wizard, the first part of the slideout contains the prerequisites which list out the information that thevisitor needs to have handy. The second part of the slide out shows thesteps. The steps to be followed in a tabbed interface having arrows atboth ends. After the visitor is done, he submits the self servicewizard, the self service icon display is then displayed in the historybar.

A resolution question is then displayed (108). The visitor is providedwith a ‘yes’ and ‘no’ option with regard to resolution. At this point,the visitor can select a voice session (see FIG. 4C: 114).

In FIG. 4C, a feedback request message is displayed (109). A feedbackform is displayed in the slider and a submit button is provided. Afterthe feedback form is submitted, the feedback form icon is displayed inthe history icon. At this point, the visitor can select a chat session111.

A ‘thank you’ message is displayed in the slider (110). The visitor isprovided with the option of viewing another prediction and a link to thetop five predictions is provided. At this point, the visitor can selecta chat session 111.

If a voice session is requested (see FIGS. 4A and 4B), a toll freenumber is displayed for contacting the company (114).

If a chat session is requested, as shown in FIGS. 4A and 4B, then thechat option is displayed to the visitor (115). An ‘any other problem’message is also displayed in the slider and a top five predictions linkis displayed.

Once a chat session is requested, the slide out is immediately closedand a pop up is provided for chat (111). The chat screen is typicallypresented using a familiar chat metaphor. However, the previous historyis still reflected in the chat window.

After the chat conversation, the agent requests that the visitor fillout a feedback form (113). The feedback form is displayed in the slider,as well as a submit button. After the feedback has been submitted, thefeedback icon is displayed on the history bar. If the visitor is notsatisfied with the outcome of the session, the agent can suggest thatthe visitor click on the voice button to get a toll free number to call.

Computer Implementation

FIG. 5 is a block schematic diagram of a machine in the exemplary formof a computer system 1600 within which a set of instructions for causingthe machine to perform any one of the foregoing methodologies may beexecuted. In alternative embodiments, the machine may comprise orinclude a network router, a network switch, a network bridge, personaldigital assistant (PDA), a cellular telephone, a Web appliance or anymachine capable of executing or transmitting a sequence of instructionsthat specify actions to be taken.

The computer system 1600 includes a processor 1602, a main memory 1604and a static memory 1606, which communicate with each other via a bus1608. The computer system 1600 may further include a display unit 1610,for example, a liquid crystal display (LCD) or a cathode ray tube (CRT).The computer system 1600 also includes an alphanumeric input device1612, for example, a keyboard; a cursor control device 1614, forexample, a mouse; a disk drive unit 1616, a signal generation device1618, for example, a speaker, and a network interface device 1628.

The disk drive unit 1616 includes a machine-readable medium 1624 onwhich is stored a set of executable instructions, i.e., software, 1626embodying any one, or all, of the methodologies described herein below.The software 1626 is also shown to reside, completely or at leastpartially, within the main memory 1604 and/or within the processor 1602.The software 1626 may further be transmitted or received over a network1630 by means of a network interface device 1628.

In contrast to the system 1600 discussed above, a different embodimentuses logic circuitry instead of computer-executed instructions toimplement processing entities. Depending upon the particularrequirements of the application in the areas of speed, expense, toolingcosts, and the like, this logic may be implemented by constructing anapplication-specific integrated circuit (ASIC) having thousands of tinyintegrated transistors. Such an ASIC may be implemented withcomplementary metal oxide semiconductor (CMOS), transistor-transistorlogic (TTL), very large systems integration (VLSI), or another suitableconstruction. Other alternatives include a digital signal processingchip (DSP), discrete circuitry (such as resistors, capacitors, diodes,inductors, and transistors), field programmable gate array (FPGA),programmable logic array (PLA), programmable logic device (PLD), and thelike.

It is to be understood that embodiments may be used as or to supportsoftware programs or software modules executed upon some form ofprocessing core (such as the CPU of a computer) or otherwise implementedor realized upon or within a machine or computer readable medium. Amachine-readable medium includes any mechanism for storing ortransmitting information in a form readable by a machine, e.g. acomputer. For example, a machine readable medium includes read-onlymemory (ROM); random access memory (RAM); magnetic disk storage media;optical storage media; flash memory devices; electrical, optical,acoustical or other form of propagated signals, for example, carrierwaves, infrared signals, digital signals, etc.; or any other type ofmedia suitable for storing or transmitting information.

Although the invention is described herein with reference to thepreferred embodiment, one skilled in the art will readily appreciatethat other applications may be substituted for those set forth hereinwithout departing from the spirit and scope of the present invention.Accordingly, the invention should only be limited by the Claims includedbelow.

1. An apparatus, comprising: a processor, said processor implementing achat client on a user device, said chat client comprising a chat tooland chat content display area for user participation during a chatsession held between said user and an agent; and based upon context ofsaid chat session, said processor automatically displaying a contextsensitive display area on the user device that is independent of, andthat appears to slide out from and at least partially replace, said chatcontent display area; said context sensitive display area providingrelevant questions to the user, the user's answers to which aid theagent in assisting the user, or presenting additional information to theuser that is relevant to the chat session.
 2. The apparatus of claim 1,wherein the context of said chat session is determined, at least inpart, based on user click stream data.
 3. The apparatus of claim 1, saidcontext sensitive display area comprising any of a pre-chat and/or exitform.
 4. The apparatus of claim 1, said context sensitive display areacomprising a context determined presentation of problem resolutioninformation provided in response to user interaction with said chatclient to help said user in solving specific problems.
 5. The apparatusof claim 4, said problem resolution information comprising a listing ofresolutions for two or more problems in response to user interactionwith said chat client.
 6. The apparatus of claim 1, said contextsensitive display area comprising a self-service step-by-step wizard. 7.The apparatus of claim 1, wherein said context sensitive display area isconfigured to be triggered by said chat agent during said chat agentinteraction with said user to provide information and/or forms to saiduser.
 8. The apparatus of claim 1, said chat client executing useractions other than an exchange of chat messages during a chat session.9. The apparatus of claim 1, said chat content display area displaying achat session history with which said user tracks back all previous stepscarried out with said chat client.
 10. The apparatus of claim 9, saidchat session history comprising a history bar that provides an iconicrepresentation of all previous user activities.
 11. A smart chat clientimplemented in a communications device having a display that comprises achat area, comprising: a display comprising content area that comprisesan iconic representation of previous activities completed by a user ofsaid device, wherein said content area-displays a chat session historywith which said user tracks back previous steps carried out with saidchat client; said display further comprising a chat area with which saiduser is automatically connected to a chat queue, and into which saiduser enters the user's side of a chat session and views an agent's sideof said chat session; and said display further comprising a contextsensitive display area that is automatically displayed based on contextof chat session when additional information is needed during said chatsession between the user and the agent, wherein the context sensitivedisplay area is independent of, and appears to slide out from and atleast partially replace said chat content display area.
 12. The smartchart client of claim 11, said context sensitive display area providingrelevant questions to the user, the user's answers to which aid theagent in assisting the user.
 13. The smart chart client of claim 11,said context sensitive display area comprising any of a pre-chat and/orexit form.
 14. The smart chart client of claim 11, said chat sessionhistory comprising a history bar that provides the iconic representationof all previous user activities.
 15. A computer implemented chat method,comprising: displaying, by a processor in a visitor device facilitatingbrowsing to a the website, a chat area with which said visitor isautomatically connected to a chat queue, and into which said visitorenters the visitor's side of a chat session and views an agent's side ofsaid chat session, said chat area displaying a history bar that providesan iconic representation of all previous visitor activities carried outwith said chat session; and based upon context of said chat session, orupon actuation by said agent, automatically displaying, by saidprocessor, presenting a sliding presentation of a multimedia chat widgetto said visitor, wherein said chat widget appears to slide from and atleast partially replaces said chat area, and wherein visitor interactionwith, and content of, said chat widget is independent of said chat area.16. The method of claim 15, further comprising: presenting, by saidprocessor, to said visitor a choice to select between a chat session, avoice session, and a submit button within a pre-chat form displayedwithin said chat widget, said pre-chat form providing an area for entryof a visitor request.
 17. The method of claim 16, further comprising:displaying, by said processor, a pre-chat form icon in a history barafter said pre-chat form has been submitted by said visitor, whereinsaid processor displays the submitted form to said visitor in responseto said visitor clicking the icon in the history bar.
 18. The method ofclaim 15, further comprising: generating and displaying, by saidprocessor, a list of top predictions regarding a visitor's request tothe visitor in said chat widget; advancing, by said processor, a sessionin response to said visitor selecting an entry in said list.
 19. Themethod of claim 18, further comprising: displaying, by said processor,in response to the visitor selecting an entry on said list, aself-service wizard in said chat widget.
 20. The method of claim 19,comprising: a first part of said chat widget displaying prerequisiteswhich identify information that the visitor needs to have available tocontinue the chat session; and a second part of the chat widgetdisplaying steps to be followed by the visitor in connection with saidvisitor's request.
 21. The method of claim 20, further comprising:displaying a self-service icon display in the history bar in response tothe visitor submitting the self-service wizard.
 22. The method of claim19, further comprising: displaying, by said processor, a resolutionquestion to the visitor and, responsive to said visitor's entry,displaying a feedback request message and a submit button to the visitorby said visitor; and displaying a feedback form icon in the history iconafter the feedback form is submitted.